Rescheduling, cancellation and refund policy
A fee is payable at the time of booking unless you are in receipt of housing benefit, in which case you receive a payment exemption.
Collections are unlimited for paying customers. For non-paying customers, collections are limited to 4 free collections per financial year (1 April - 31 March). Customers that receive the exemption can pay for additional collections if they exceed their four free collections in the financial year.
What we will collect
On the day of collection your items must be left in accordance with instructions received with the booking confirmation.
We will only collect:
- items ordered for collection - additional items will not be collected
- items ordered for collection left in the agreed location
- items left at the correct time - items should be out and available by 7am on the day of collection
- items that are safe to do so - for example, items should not be dangerous ie nails protruding, sharp edges
- items that are secured to enable one person to be able to collect them - for example wood should be bundled together
If you do not leave your items out as instructed they may not be collected and your payment will not be refunded.
If you are exempt from payment and have not left your collection items as instructed, you will not get the collection slot added back to your annual entitlement.
Rescheduling your collection
All collections can be rescheduled to another available slot if you give at least 48 hours' notice. If you give less than 48 hours' notice you will not be refunded and will have to rebook the appointment and pay the fee again.
If you are exempt from payment and have not given 48 hours' notice to reschedule, you will not get the collection slot added back to your annual entitlement.
You can also reschedule by calling 020 8356 6688.
Adding or removing items
All collections can be updated if you give at least 48 hours' notice.
The collection fees include groups of up to 5 items, ie:
- 1-5 items £15.00
- 6-10 items £30.00
- 11-15 items £45.00
- 16-20 items £60.00
If you add or remove items within the 5 item limit you will not be subject to an additional fee or refund.
If you add more items and exceed the 5 item limit you must pay the additional collection fee.
If you remove items from your booking bringing it into a lower price bracket you will receive a partial refund.
If you give less than 48 hours' notice you will not be able to make changes or be refunded. If you have additional collection items you will have to rebook the appointment and pay the booking fee again.
You can also make changes to your booking by calling 020 8356 6688.
All collections can be cancelled provided you give at least 48 hours' notice (excluding weekends). If you give less than 48 hours' notice (excluding weekends) you will not be refunded.
If you are exempt from payment and have not given 48 hours' notice (excluding weekends) you will not get the collection slot added back to your annual entitlement.
You can also cancel your collection by calling 020 8356 6688.
Cancellations or reductions of items requested with at least 48 hours' notice (excluding weekends) will be refunded.
For paying customers with an account the refunds will be made automatically.
For paying customers that ordered via the telephone service the refunds will have to be requested. Please call 020 8356 6688.
For customers that are exempt from the payment, the collection slot(s) will be returned to their account for them to book within their entitlement.
Our commitment to recycling and reusing
The Council is committed to recycling and reusing as much as possible, as such the service will be monitored for continuous improvement and misuse. This service is not to be used for commercial waste.